A US based insurance firm wanted to reinvent their digital strategy.

Experience Design

A US based insurance firm wanted to reinvent their digital strategy.

the client

A mid-size insurance brokerage firm in the US.

The client is a digital insurance brokerage in the US ad their platform aims to be the one-stop solution for all the needs of an insurance agent. Right from the point when potential candidates show interest in becoming an agent or clearing the state exam to get licensed in a Line of Business to the point when they process their clients, their products are there to help him across different stages of execution.

the problem

The avg. age of insurance agents in the US is 58 years. What might bring millennials to the insurance industry and train them to make an agent ready and foster productivity.

The current industry set up is very rigid. Young Millennials do not have exposure to this industry and often do not get the right guidance, which leads to a lot many prospective agents dropping off from the industry as a whole and those who enter become captive agents.

Most agents are captive to one single organization and even though they plan on being independent. The option to become an independent broker is very tough, high costs are involved and multiple products define their everyday work.

our solution

Created a cohesive ecosystem for pre-licensing exam platform from training, onboarding and client management using design thinking and gamification.

The size of this project meant that there was a long timeline and had different touchpoints. We started off by understanding and talking to stakeholders, insurance agents, millennials, and listed down the opportunities and the gaps. From ecosystem maps, CJMs, heuristic analysis, competitor product analysis, prototyping we showed how from a single product we could create an experience that helped all the users enter seamlessly in any part of their user journey and use the product.

our approach

We followed Design Thinking process where the team created Ecosystem Maps, User Journey Maps, Moscow Matrices, A HMW analysis, Heuristic Studies, Primary & Secondary Research and Competitor analysis.

our work

the impact

We were able to achieve these outcomes after following our approach.

Higher gains

All products under the same ecosystem allowed the company to organically gain agents.

More engagement

The process from training, on-boarding to finally working has seen better user engagement and lesser drop-offs.

Higher retention

The average age of learners from through the training system was reduced to 40 with a higher retention average.